American Express Careers

Fraud Protection Specialist (Cantonese, Mandarin & English) - Earn up to RM5000!

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

Get ahead in your career by joining our Global Fraud Protection Services (GFPS), part of the Global Fraud & New Accounts (GFNA). GFPS manages fraud capabilities, strategies and operations to protect American Express Service Establishments and Card Members from fraud by handling all aspects of the fraud lifecycle, including prevention, detection and recoveries. 
  • Join and be associated with one of the world’s most renowned brand!
  • You will handle premium customers based in United States of America, Singapore, Australia, New Zealand, India, Hong Kong, Taiwan and United Kingdom.
Key responsibilities include but are not limited to the following:
  • You will interact with customer to protect their account from fraud activities primarily on inbound and outbound calls, whilst proving World Class servicing.
  • Make sound decisions through systematic analysis.
  • Meet and perform above and beyond expectations especially on Customer Experience and Efficiency metrics.
  • Highlight and recommend changes in workflows, procedures, based on customer demands to meet their needs and ensure best-in class customer experience at all time.
  • You will be servicing a diverse number of markets and Customers who are our esteemed Service Establishments and valued Card Members.
  • Provide premium and personalized services to customer by enabling spend and generating revenue, whilst minimizing Credit and Fraud risk.
  • Live by the mantra to Reduce Provision, Enable Spend and Prevent Fraud!
  • Vision to provide the world’s best customer experience every day. 
Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services.
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
 
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)
 
Join us and you’ll soon see why.

Qualifications

What we’re looking for?
  • Fluent in Cantonese, Mandarin and with intermediate English
  • Strong servicing centric mindset
  • Have International exposure in handling native Chinese speaker e.g. Hong Kong and Taiwan is highly preferred.
  • Experience in face to face customer and clients for more than 1 year is highly suited. 
  • Minimum of  1 year of working experience, preferably in industries related to hospitality/premium retail/entertainment & advertising/Call center
  • Minimum with tertiary education
  • Must be willing on rotating night shift (5-day week, rotating off day). Shift starts at 10PM, ending at 7AM.
  • Hold a high level of integrity
  • Able to work and adapt in fast pace environment.
  • Typing skills 40-45wpm

ReqID: 19015061
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 8, 2019, 7:16:00 PM